Customer Experience Associate

Job Summary

Seeking a part-time Customer Experience Associate, this remote position will provide exceptional support to users and Financial Planners, ensuring a seamless experience while working flexible hours primarily during weekdays and one weekend shift.

Key responsibilities:

• Provide exceptional email, chat, and phone support to nurture long-lasting relationships with members and planners
• Ensure adherence to Service Level Agreements (SLAs) for response times and customer satisfaction
• Proactively identify trends and issues to enhance the user experience and gather customer feedback for product improvements

Required qualifications:

• At least 2-3 years of experience in a support or customer-facing role
• Technical proficiency with SaaS platforms and fintech applications
• Education: Bachelor's degree or equivalent experience in business, finance, or related fields
• Passion for helping people and a positive, can-do attitude
• Ability to diagnose and resolve customer issues effectively